Expert Platform Administrator

Position:Total Expert Platform Administrator

Location: hybrid if located within 30 miles from Santa Ana, CA or Austin, TX (4 days on-site), open to US-REMOTE if outside of 30 miles

Compensation: Starting at $75K+, DOE

* Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.

Position Summary: The CRM Admin is responsible for the administration, configuration, optimization, and ongoing support of New American Funding’s Total Expert CRM platform. This role will serve as a technical subject-matter expert, partnering closely with Technology, Product, Marketing, Sales, and business stakeholders to ensure the platform is stable, scalable, and effectively supports business needs.

The Total Expert CRM Admin will manage platform configuration, user access, workflows, integrations, troubleshooting, and ongoing enhancements while identifying opportunities to simplify processes, improve the user experience, and increase adoption of CRM capabilities.

Disclaimer: Identity Verification checks are in place throughout the Candidate journey to prevent candidate fraud. In-Person Interview Required

CRM Administration & Configuration

• Serve as a primary administrator and technical subject matter expert for the Total Expert CRM platform.
• Manage day-to-day platform administration, including user setup, permissions, roles, configuration, and system settings.
• Configure and maintain workflows, business rules, fields, templates, integrated services, and other platform functionality based on business requirements while maintaining platform standards for scalability, security, and governance.
• Evaluate platform capabilities and recommend scalable solutions that support business requirements while minimizing unnecessary customization.
• Ensure CRM configurations, workflows, automations, data handling, and user access adhere to applicable federal and state laws, regulatory requirements, company policies, and established compliance standards.

Technical Support & Troubleshooting

• Provide advanced support for CRM-related issues, identifying root causes and coordinating resolution across internal teams and Total Expert, when necessary.
• Troubleshoot platform configuration, workflows, integrations, data, user access, and system functionality.
• Monitor platform health and proactively identify issues that may impact performance or the user experience.
• Document recurring issues, resolutions, and technical processes to improve support efficiency and knowledge sharing.
• Escalate defects and complex technical issues while maintaining ownership through resolution.

Integrations & Data Management

• Partner with Engineering and Technology teams to support integrations between Total Expert and other enterprise platforms.
• Monitor and troubleshoot data flows to ensure information is accurately exchanged between connected systems.
• Support data integrity through regular review, validation, cleanup, and governance practices.
• Assist with testing and validation of APIs, integrations, platform changes, and system enhancements.
• Identify opportunities to improve automation, data quality, and reduce manual processes across CRM-related workflows.

Product & Business Partnership

• Partner closely with Product, Marketing, Sales, Training, Support, Operations, Compliance, and other business stakeholders to understand CRM needs and translate requirements into scalable technical solutions.
• Provide recommendations based on platform functionality, technical feasibility, and established standards.
• Participate in discovery and planning for CRM enhancements, new capabilities, and business initiatives.
• Help stakeholders understand available CRM capabilities and identify opportunities to leverage the platform more effectively.
• Balance immediate business needs with long-term platform scalability and maintainability.

Release Management & Testing

• Support the planning, testing, validation, and implementation of Total Expert releases, enhancements, integrations, and configuration changes.
• Develop and execute test scenarios, coordinate user acceptance testing, and validate functionality and system changes prior to production deployment.
• Maintain documentation of platform changes, configurations, testing, and release activity and partner with impacted teams to ensure readiness for significant changes.
• Validate that system changes and new functionality comply with applicable regulatory requirements, company policies, and established controls prior to…